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Columns

Speech Is Up for Any Challenge

As consumers' interactions shifted to digital channels, voice has become the interface of choice for many of those interactions.

Designing a Web Site? Learn from the Speech Business—Please!

Contact centers, whether with human or automated attendants, have a lot to teach corporate websites about usability.

We Need Answers: Conversational Systems and Answer Technology

Digital assistants are getting better all the time, and answer technology needs to keep pace

What’s Your Enterprise Strategy for Voice Applications?

It matters who your target is

Solving Pain Points for Newcomers Could Set You Apart

Smart vendors will think beyond AI and algorithms and find ways to solve business problems

Reaching the Reluctant with Speech Technology

I'm not a Luddite, but I am skeptical about the latest shiny new toy. People like me want tech that works for us.

11 Keys to Designing Effective IVAs

Businesses and customers alike can benefit from quick, personalized, intelligent self-service.

It’s Time for an End to ‘Speech-Disabled’ IVRs

Too many callers are greeted by dressed-up DTMF or overly ambitious speech offerings. Either way, they're being ill-served.

The Future Is Full of Possibilities

As we've done now for the past few years, Speech Technology magazine is again dedicating its first issue of the new year to a preview of what's to come in our small corner of the world. We've highlighted the six technology areas where we see the most impact: speech engine, speech analytics, voice biometrics, virtual assistants, speech developer platforms, and assistive technologies.

The Voice Option in Customer Service Must Not Be the Only One

Sometimes keypads are necessary. They cannot be taken out of the service equation.

IVAs Can Remake the Self-Service Landscape

Customers prefer self-service if the solutions are effective—which is where IVAs come in.